Deskside Support Engineer

HCLTech; Phoenix (AZ); On-site; USD 52,000 - 74,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Pharmacy

Life Insurance

AD&D

Disability Insurance

Employee Assistance Program

401(k)

PTO

Paid Holidays

Job summary

HCLTech is seeking an IT Support Specialist in Phoenix to provide end-user computing support across desktops, laptops, and mobile devices. You will handle Level 1/2 break/fix, configure devices, and assist with OS upgrades, login issues, and connectivity problems.

Responsibilities include remote and deskside support, documenting incidents in ServiceNow, and maintaining equipment inventory. Strong communication and problem-solving skills are essential for supporting executives and staff.

Qualifications

• Experience providing Level 1/2 desktop and mobile support.
• Ability to diagnose hardware/software issues using diagnostic tools.
• Familiarity with modern cloud desktop management (Office 365, OneDrive).

Responsibilities

• Provide Level 1/2 break/fix support for desktops, laptops, and mobile devices.
• Deliver remote and deskside support to end users and VIP users.
• Document incidents in ticketing systems (e.g., ServiceNow).
• Manage inventory, devices, and spare components per policy.
• Communicate effectively across all organizational levels.

Skills

End-user support

Windows 10/11 support

Remote support

SCCM basics

Ticketing systems

Communication skills

VIP user support

Tools

ServiceNow

Office 365

Job description

• Provide technical support across for end-user computing platforms for desktops, laptops, and mobile devices, device configuration, and technical refresh
• Provide Level 1 or level 2 break/fix support for in-scope hardware and software
• Broad understanding of Windows 10/Windows 11 and mobile operating systems (Ipad/Iphone in corporate setting) and the ability to lead change in a large complex desktop environment.
• Assess hardware and software malfunctions by means of diagnostic tools and user input
• Deliver remote and deskside support to authorized users as required
• Document and classify incidents in ticketing systems (e.g., ServiceNow)
• Provide technical support assisting workstations, setting up printers, general operating system issues, OS upgrade issues, login or connectivity issues, install new hardware and software or systems and keep track of existing problems
• Understanding of Modern cloud desktop management including technology such as Office365, Onedrive
• Responds to customer requests for service and repairs. Manage and maintain the SLA for Field Service tickets.
• Manage and maintain spare inventory for in-scope hardware devices and report inventory levels as per organizational policies
• Track requests for new devices, spare components, or peripherals
• Must be able to communicate across all levels of the organization and articulate details of a solution, problem or initiative in both a technical and non-technical context to end users or VIP users
• Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members
• Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly
• Basic understanding of Microsoft SCCM

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.